ComplaintsforDENNIS Uniform

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/8/2023 Fleece Jacket Youth Large ***** Originally visited a physical store for the item which was out of stock, the store worker placed the item on order through its website. Initially told item was on back order to expect 6-8 weeks. Item came in late October in the wrong size Youth small. When I called I explained that weve already waited so long and how long would it now take the customer service rep said, that the item was in stock and should only take a few weeks. In late November I called back to get a status where I was told item would come late December to mid January. I asked to speak with a supervisor/manager was told none was available and that I would be put on a list to be called back and that it would only be a couple of days for the call. I was never called back; I called back 1/19/24 to get another update and have been told that it will still be another 2-3 weeks. I asked why I was never called back and was told that I was never actually put on a list to be called back. When I asked to speak with a supervisor/manager again I was told that they were in a meeting and that I would be put on a list to be called back once again. I dont have the original order number this only goes back to the reorder. Order ***********. They have not offered any solution to help expedite my order, even after I explained that my childs school only allows students to wear uniforms with the school's logo and that at this point my student has to attend school and remove the jacket when entering the school even while were facing freezing temperatures the last few weeks. This seemed to go totally ignored as it was when I previously called. I require the jacket and it is the only business that works with the ****** Catholic School District for uniforms.

  Business response

  01/23/2024

  ATTN: BBB
  Thank you for bringing this to our attention. It is always our goal as a company to ship items as quickly as possible. However, sometimes there are unforeseen delays and in this instance there was a series of mistakes that occurred and our team worked to correct them as soon as they were brought to our attention.
  Originally the customers order was input incorrectly by the store staff and when ****************** informed our customer care team of this mistake a replacement order was created for the correct size and a pre-paid return label emailed to send the incorrect item back. The replacement order was further delayed by the manufacturer. Currently the jacket has left production and is being shipped to ******************.
  A request to speak to a manager was made on October 23rd and a supervisor followed up via email on October 27th to the email associated with the order. A $15.00 refund was processed on the original order due to the delay in shipment. An additional request to speak to a manager was made on Jan. 19th and a return call was made Jan. 22nd to discuss Mr. ******** concerns and assure him that the jacket was in the fulfillment process and would be shipping this week.
  Thank you
  DENNIS Uniforms
  Customer Service Manager

  Customer response

  01/30/2024

   
  Complaint: 21171797
  
  I am rejecting this response because:
  
  While a customer service representative did contact me about my item being shipped there is still no tracking number and we have yet to receive our item. I also dont accept their explanation that when I asked to speak to a supervisor that an email from a supervisor was sufficient because I specifically asked to receive a call back even when I called back in January the customer service representative said that the last representative did not **** that I wanted to receive a call back from a supervisor. 
  
  Sincerely,
  
  ***************************

  Customer response

  02/21/2024

  Dennis Uniforms sent the item that I ordered but it came with the wrong schools logo and took much longer than they said it would. I called once again to speak with a customer service manager who informed me that they no longer carry the item in stock because the school is updating its catalog for the next school year. They offered to replace the item with a cardigan sweater and refund me the original cost of my first item ordered. This was on 2/9/24 and neither of these things have occurred it has been nearly two weeks. They said the replacement item was in stock. After waiting 7 months for one item to correctly ship this was apparently the best they could do to resolve this issue. I think any school district that uses or directs parents to use them for school uniforms should stop immediately and go with another supplier. 

  Business response

  02/28/2024

  ATTN:BBB
  
  One of our ************* Supervisors spoke with the customer on Feb. 6th in regards to receiving the incorrect logo on the jacket. At that time the Supervisor submitted a request to our warehouse for a full inventory check to determine how and why the customer received the incorrect item. 
  During that investigation the Account representative informed the Supervisor that this particular school has chosen to make changes to their uniform requirements and the jacket in question would no longer be produced. As there was no remaining stock of the jacket we were unable to provide another replacement per our contractual agreements with the school.
  
  The supervisor handling the issue called the customer back on Feb 9th to relay this unique situation, and the customer was offered a refund for the jacket in light of the item no longer being produced. The customer expressed concern that his student did not have appropriate outerwear for the colder weather and the supervisor offered an alternative in the form of providing a replacement of an in stock item instead of the refund.  The customer agreed to this resolution and a replacement order was created at that time for the Cardigan. This item entered our shipping queue process on February 13th and was shipped under tracking number ********************** which shows delivered to the customer as of February 22nd. 
  
  We apologize for any miscommunication and misunderstanding that occurred during the phone calls. To date the customer has received a 30% refund to the original purchase due to the delay and the agreed upon replacement cardigan.

  Thank you

  Customer Service Manager

  Customer response

  03/03/2024

   
  Complaint: 21171797
  
  I am rejecting this response because:
  
  The response is a blatant lie nobody from the customer service department went out of their way to contact us first about why we received the wrong item. I had to call when we received the wrong item which came weeks longer then what they estimated it would take. The initial call placed to customer service was requiring us to send the wrong jacket back first in order to process the exchange for the wrong jacket at no point did receive an explanation of why we received the wrong jacket. When I asked to speak a customer service manager I was again told it could take up to 3 days to get a phone call back. When I finally received a phone call the customer service manager then explained that the order could not be fulfilled because the school no longer is carrying it on their catalog. But when I placed the order 7 months previously it was on the catalog but because of their incompetence I was never able to get the item I paid for. The customer service manager said I would receive a full refund to which I explained that would not help the situation that my child is required to wear all clothing with the schools logo or on the approved list of clothing such as shoes and skirts. It is only then did he offer to send a cardigan to which I asked on how much I would be charged to which he said it would be free of charge for the terrible handling of my situation. So I clarified I would not need to pay for the cardigan and I would receive the full refund which he replied yes. This company has gone through great lengths to not accept any type of responsibility for failing to fulfill 1 item in 7 months. If wasnt for the fact that I have to go through this company for school uniforms I most definitely wouldnt. I intend on speaking with the ****** of the ****** Dioceses about reconsidering and reevaluating using this company to supply uniforms to the ****** *************** District. 
  
  Sincerely,
  
  ***************************

  Business response

  03/08/2024

  ATTN: BBB

  Thank you for your response. Again we apologize for the miscommunication that occurred on your call with the Supervisor on February 9th. The call history was reviewed prior to the previous response and as stated an offer of refund or replacement with an alternative product was offered. As a good will gesture we will process the refund for the jacket as we did send the item with the wrong school logo.

  Thank you

  Customer Service Manager

  **********************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased & paid for uniform items online per my sons school on 8/14/23.I ordered a total of 7 items. To this day 1/9/24, I have still yet to receive any of the items I purchased AND already paid for. I called and spoke with customer service today (1/9/24) and was told she could refund me only 4 of the items that had not shipped.i was told the other 3 items could not be canceled or refunded because they are showing shipped in their system and was told to wait until they are at my doorstep to return. It has been 5 MONTHS with no purchased items at my doorstep and no one willing to return my $218 that has been held hostage for 5 months. Worst option for uniforms ever.

  Business response

  01/11/2024

  Attn: BBB

  Thank you for bringing this to our attention. I have reviewed the customer account information based on the email and phone number provided in the complaint. Our records indicate that the order placed on 8/14 was partially shipped to the address on record on August 19th via *** tracking number 1Z4A4E46YW22971542, this tracking indicates delivery occurred on 10/03. There remains 4 navy polos unshipped which I will be happy to cancel and refund per the customer's request. As the customer is reporting non-delivery I will open a missing package claim with ***. Claims are typically resolved within 3-5 business days. At which time if *** is unable to supply sufficient proof of delivery a refund will be processed to the customers original form of payment for that missing shipment. 

  Thank you for allowing us to address this issue

  DENNIS Uniforms - **************** Manager

• Initial Complaint

  12/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order in September for new PE sweatpants for my daughter. They are required for her school. The website still says they will be shipped in October. Tomorrow is ******* and they still werent shipped. The website doesnt have an updated shipping status. They send no updates. When I reach out to customer service they say they dont know when they will be shipped. They took payment at time of purchase (September).

  Business response

  01/03/2024

  Attn: BBB

  Thank you for bringing this complaint to our attention. We are taking immediate action to address this situation. The customer was contacted directly today, 1/03/2024, via an email response to an email they sent our **************** team on 12/31/2023.  Additional information regarding the delay on the sweatpants has been requested of our fulfillment team and as soon as a response is received the customer will be updated. The incorrect date listed on the website is a technical glitch and has been submitted to the IT Department for correction.

  Best Regards, 

  ******************

  **************** Manager

  Customer response

  01/08/2024

   
  Complaint: 21079438
  
  I am rejecting this response because:

  I still have not received any indication of when the product I paid for over 3 months ago will be received. 

  Dennis Uniform sent an email last Wednesday saying they are looking into it. This isnt an acceptable resolution. Its been 3 months since I paid! 
  Sincerely,
  
  ************

  Business response

  01/30/2024

  ATTN: BBB

  We understand the frustration that we are not able to provide an estimated date of delivery. A direct email was sent to the customer on Jan. 15th explaining that the item had not arrived from the manufacturer and that DENNIS Uniforms is in communication with the vendor regarding this unacceptable delay. 

   

  Thank you

  DENNIS Uniforms

  Customer Service Manager

  Customer response

  01/30/2024

   
  Complaint: 21079438
  
  I am rejecting this response because:
  

   It has been 4 months since you took payment and there is still no ETA on delivery. Most of the time I have to chase for an update. There should be weekly updates. There has been no guest service recovery (no discounts) or any indication of when the product will ever be delivered. I have no idea at this point if we are looking at another month wait or another year.
  

  An email saying we still have no idea is not an acceptable resolution. You shouldnt be able to take funds until you have a product to deliver. 

  Sincerely,
  
  ************

  Business response

  02/23/2024

  Good news!
  While looking into this order again to provide an additional update, I do show the package has shipped via **** on February 16th. The tracking number is: 9400136109687418190643
  
  If you have not received your order already, it will be arriving soon.

  Thank you

  Customer Service Manager 

  **********************

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased uniforms through Dennis Uniform at the instruction of my childs school. My first order arrived but the garments were too large, I followed their policy to return the items in a timely manner. On October 23, 2023, I received a confirmation via email that they received the items and that it would take up to 5 business days to process the return. I have emailed and called multiple times and every response is that they are busy, short staffed and working on the refund. No time frame is ever given and ** told to be patient. It has now been over one month and I still have not received a refund or adequate communication in when I can expect a refund.

  Customer response

  12/04/2023

  Hello, they have started the process for the refund. Thank you so much. 

  Business response

  12/05/2023

  Attn: BBB

  Thank you for reaching out about this issue. We have been in direct communication with the customer via email. Our team is actively working through a high volume of returns and process refunds as soon as possible in the order received. Her refund request was expediated and processed 12/04/2023, we also waived the return label fee as a courtesy.

  Best ******************************************** Manager

  Customer response

  12/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  *********************************************

• Initial Complaint

  10/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered five items on August 15, 2023.Nothing was backordered at the time.The fleece jacket arrived a few weeks later.On September 25, after I requested order status, I was told the gym shirt was being shipped and that ********* were awaiting logo application and shipment. The gym shirt arrived September 29.I received a few emails saying sorry for the delay and feel free to call or email to cancel. There is no other supplier for the required uniform. As of October 28, ********* had still not shipped. I contacted the company and was not offered an updated shipping date and again, the company offered to cancel the order.

  Customer response

  11/15/2023

  The company replied telling me the items were backordered. When I pointed out that I had been told they were awaiting logo application a month previously, I was told that was not correct and that the items, which were listed as in stock were in fact backordered since August.

  I have asked for the logo patches to apply myself, and the company has refused to give or sell them.

  Customer response

  11/15/2023

  The company replied telling me the items were backordered. When I pointed out that I had been told they were awaiting logo application a month previously, I was told that was not correct and that the items, which were listed as in stock were in fact backordered since August.

  I have asked for the logo patches to apply myself, and the company has refused to give or sell them.

  Business response

  12/05/2023

  Attn: BBB

  Thank you for bringing this to our attention. We have been in communication with the customer as recently as November 6th. We experienced an unforeseen delay in the delivery of the logo patch from our manufacturer. At the time of communication we were working with our vendor to expediate that replenishment but did not have a date available to supply the customer. Since that communication the issue was resolved and the final shipment of Polos was sent November 22, 2023 and tracking shows delivery occurred December 4th.

  Best *************************************************** Manager

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 07/15/2023 I returned a purchase (order #**********) to Dennis Uniform in store. The person who handled my request was ***************************. Because the purchase was made with cash, per their policy they only refunded $20 then stated the remainder ($520.18) would be refunded as a mailed check within a few weeks. They handed me a "Legacy POS Refund Request" that displayed the $520.18 refund request, store location, customer information etc. After 1 month we called the Dennis Uniform corporate number ************ and spoke to a man in customer service. He pulled up the refund request by order number and said they received the request, but the check had not been mailed yet. After another month we called again, and they told us that the store hadn't actually requested the refund correctly. We went to the store who double checked everything, and couldn't find any issues. On 9/6 I called again and spoke to *********. She said the refund was not requested. I sent an email to customer support again requesting this refund, even though they had all the documentation at corporate the first time we had called. On 9/15 I send another email requesting a status update as I did not receive a response from the email. On 9/16 we again went to the store, and the manager stated that they spoke with corporate and nothing was done incorrectly. On 10/9 I called again asking for status on the refund. This time they said the saw the refund request but that the check had not been mailed yet. It has been over 3 months and we do not believe the company is acting in good faith, and do not believe that our refund check is ever going to be mailed to us.

  Business response

  12/04/2023

  ATTN:BBB

  Thank you for bringing this to our attention. We reached out to our accounting department and can confirm that a mail check in the expected amount was mailed to the customer on November 2, 2023 to the address on record. 

  Best ******************************************************** Manager

• Initial Complaint

  09/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Absolutely the worst. I had ordered 4 sets of uniforms from them back in May now its September and I only received 2 sets They have a customer service number but nobody ever answers the phone.

  Business response

  01/03/2024

  ATTN: BBB

  Due to the consolidation of BBB accounts, we have only recently gained access to this complaint. We appreciate the opportunity to address and respond to it now.

  A review of the customer's account shows a single order in May. The first item was shipped and fulfilled within 7 days of the order being placed. The remaining item was delayed from the manufacturer and ultimately canceled by the customer on July 5th via email request. A second order for the same delayed item was placed in Mid July, this shipped in October, again due to an unforeseen manufacturing delay. It is important to note that our company consistently provides bi-weekly email updates on all orders encountering delays. Additional direct commination with the customer occurred in September regarding the delays and we deeply regret that we were unable to meet the customer's shipping expectations. We understand the frustration this caused and appreciate the patience and understanding the customer had during this process.

   

  Best *************************************************** Manager

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Its absolutely DISGUSTING how this business operates. If the uniforms werent required and parents werent required to buy uniforms from here they would be out of business. The way they have a total monopoly should be illegal because they can rip people off and nothing can be done about it. Not only does this company have shipping/ fulfillment issues as mentioned by several others they have an antiquated ordering system that doesnt properly track orders or allow for exchanges/ returns. I was delivered an item Thursday last week, theyre closed Fridays - go in for a return Monday and i was told its past their 90 days return window. Like its somehow the consumers fault it takes them several months to fulfill an order. The manager of the **** store Miyoshi or the store lead Sie couldnt be more unhelpful or rude! Its not like I am buying items with my schools patch and Dennis uniform tags on them at any other store yet you still wont allow for an exchange? Because of your delay in shipping / fulfillment. Its past the 90 days. Its absolutely criminal. They should be investigated for poor business practice as the very least. Unworn with tags on and you wont accommodate an exchange!?!? When you take 6 months to fulfill an order. Like I said, disgusting!!

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been patiently awaiting my order for more since June 13, 2023. Despite my numerous attempts to reach a live representative over the phone, the line consistently informs me that no one is available to assist. Unfortunately, I was unable to receive a refund since the account used to purchase the shirts is no longer active. I kindly requested a refund in August. After some back and forth Dennis uniform agreed to send me a check. The representative advised me it will take longer the 6 weeks by the last email to refund me. After this communication a couple days later I received another email advising me my order is still pending and to contact them again about a refund or store credit. A gift card would serve no purpose, as I would still be confronted with the ongoing issue of Dennis Uniforms not fulfilling your orders.As of today it has been 105 days with no refund or product. At this point the school year has started and uniforms were purchase at another business. I would just like a refund in the form of a check please.

• Initial Complaint

  09/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Order was placed July 20,2023 and we are now at September 24,2023 with no ETA? When I purchased it said please allow two weeks we are far beyond this two week time frame now. I have recently received an email stating that my shipping has updated. When i check for the update I am still pending with no time frame. This is a school uniform website. School has clearly already started and my child has gone without. This is completely unacceptable. The first time i tried to reach out to customer service i got no reply until *************************************************** a timely manner; then refund should be given. I have even ask for my money back and to just cancel the order at this time. The rate this is going i wont have my items until next school year.

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